We are looking for a forward thinking customer support leader who is energized by developing people and has experience in leading a world class customer support team. This leader will be responsible for creating a strategic and consultative focused support team based in Europe while ensuring collaboration and consistency across our advocacy team on a global level. In this role you will be a key senior leader on our global team who is adept at communicating with all levels of the Zendesk organization, strategically focused, and is a role model for our culture and values. Additionally, you will be leading and mentoring employees with a variety of career experience, developing bench strength within our organization, and ensuring a high level of employee engagement.
As a customer advocacy leader, the right candidate understands the importance of relationships in the customer support experience with both the customers and the support advocates. They have experience balancing agent satisfaction and customer experience.
- Great leadership of people. From executing programs for growth to coaching and mentoring at all levels. We require experience and innovation in team management and career growth.
- You have used metrics that quantify the customer experience in ways that speak to the importance of relationships, customer experience, and agent satisfaction. It’s not just about the number of tickets we solve per day.
- Experience partnering with development, sales, success, and marketing organizations to improve the customer experience. You understand how to influence peers and internal partners in the creation of new services, capabilities, and roles in a support organization.
- Able to motivate large groups of people inside your organization and developing new and existing leaders in support roles.
- Has examples of innovative tools, process and technology that have been put into practice to support a low effort customer experience.
- Able to work collaboratively and cross-functionally in a global 24x7 support environment.
Experience/Desired Skills:
- 5-10 years experience leading enterprise software customer support teams and operations (50 - 100 shift based resources)
- Detailed technical understanding of cloud based applications and methodologies (Zendesk, Salesforce)
- Bachelor's Degree or equivalent experience
The best customer experiences are built with Zendesk. Zendesk’s powerful and flexible customer service and engagement platform scales to meet the needs of any business, from startups and small businesses to growth companies and enterprises. Zendesk serves businesses across a multitude of industries, with more than 125,000 paid customer accounts offering service and support in more than 30 languages. Headquartered in San Francisco, Zendesk operates worldwide with 15 offices in North America, Europe, Asia, Australia, and South America. Learn more at www.zendesk.com.
Interested in knowing what we do in the community? Check out the Zendesk Neighbor Foundation to learn more about how we engage with, and provide support to, our local communities.
Individuals seeking employment at Zendesk are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.
By submitting your application, you agree that Zendesk may collect your personal data for recruiting, global organization planning, and related purposes. Zendesk's Candidate Privacy Notice explains what personal information Zendesk may process, where Zendesk may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Zendesk’s use of your personal information.
published: June 14, 2018